Customer Representative - Utility Services

Description

POSITION

REPORTS TO:

Utility Services Manager
POSITIONS SUPERVISED: None
BLS COMPARABLE: 43-4051.02, Customer Service Representatives, Utilities 43-3011, Bill & Account Collectors

• Subject to post offer, pre-employment drug screen.
• Subject to a pre-employment criminal background check.
• Keyboarding speed of 40 wpm.
• Intermediate in Excel and Word.
• English proficiency.

POSITION

PURPOSE:

Assist in ensuring the financial integrity of the City finances by providing precise, orderly, and efficient customer service and clerical support.

• Access computerized information to answer questions of ordinances, policies, rates, high bills, delinquencies, and other service problems.
• Terminate, start, or transfer water service for customers, and process work orders for collections.
• Correct and adjust bills as needed. Generate and process penalities on accounts not paid by due date.
• Arrange for customers to pay delinquent bills, and process work orders to shut off delinquent accounts.
• Resolve customers' service or billing complaints.
• Utilize a collection module to produce a report of accounts to be forwarded to a Collection Agency.
• Maintain automatic drafting (ACH) entry and review the ACH report produced by the City Clerk when the batch is processed to the bank.
• Produce work orders for contractors for new construction or irrigation meters; obtain a plot plan from the code department; send work orders and plot plan to the Water Department for installation of new meters.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
• Operate 10-key calculators, typewriters, and copy machines to perform calculations and produce documents.
• Operate computers programmed with accounting software to record, store, and analyze information.
• Debit, credit, and total accounts on computer spreadsheets and databases, using specialized accounting software.
• Comply with city ordinances, policies, procedures, and regulations.
• Provide assistance to other departments as needed.
• Perform other duties as required.

• The Utility Services division runs smoothly and efficiently.
• Data entry is completed accurately and in a timely manner.
• Excellent customer service is provided to City personnel and patrons, including ability to handle difficult customers in a pleasant and professional manner.
• Effective working relations exist with City personnel.
• New employees are well trained and assisted. Management is appropriately informed.
• Employee understands and adheres to applicable safety policies.
• The City’s professional reputation is maintained.

EDUCATION/

EXPERIENCE:

One year certificate from college or technical school; or one year related experience and/or training; or equivalent combination of education and experience.

CERTIFICATES/LICENSES: Additional related training preferred.

REQUIRED KNOWLEDGE:

• Clerical: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
• Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services.
• Computers: Proficient personal computer skills including electronic mail, record-keeping, routine database activity to include data entry in spreadsheets, record tracking applications, word processing, spreadsheet, graphics, etc.
• English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Ability to communicate effectively with difficult people.
• Prioritize and organize assignments.
• Work independently and take initiative.
• Handle multiple tasks simultaneously.
• Accurate and attentive to detail.
• Strong public relations abilities.
• Strong typing and computer application skills.
• Ability to assist and support others.
• Able to operate telephone, PC, copier, and other basic business machines.